I can't see/hear everyone in my meeting

Note

We're currently aware of an issue with users running Avast antivirus. The "Avast Web Shield" feature conflicts with sites using port 443 and can cause video feeds to appear as black frames in Whereby. We're working with Avast on a way for them to account for this in their platform, however, to resolve Whereby-related connection issues, you'll need to disable that feature.

Since Whereby is browser-based, it is important to make sure that everyone's setup is up to par with our setup. If there are black frames, or someone cannot be heard, it might be related to network, permissions, browser, or device.

Below are some tips on how to resolve this issue: 

Network 

The most common reason for these issues is related to network connections not being established between you and your guests.

For most users, this is related to network security, for example a VPN or a firewall.

  • If you have a VPN, try disabling it and reconnecting to the room.
  • If you have a firewall, try configuring it with our basic setup recommendations.
  • Try connecting via an alternative network, such as a mobile hotspot.
  • Check that your Network meets all of our recommendations Network Requirements

Permissions

Remove any background effects and noise reduction features that you have active.

It could be possible that another platform is taking microphone access, so a quick way to fix this is to clear your cache and cookies. Below you can find further instructions, depending on the browser you are using:

Browsers

Make sure your browser is running on the latest version. You can check Chrome, Firefox, Opera, or Vivaldi for updates.


There have been reports in the past where similar issues happen when a connection is made through a Safari or Edge browser. For good practice, we recommend using some of our more seasoned veterans such as Chrome or Firefox to see if the issue persists. 

Devices

To ensure that your laptop/computer CPU can process media, you'll need to:

  • Turn off any software running on your computer that you do not need for streaming. Close all unnecessary browser windows, tabs, and any video intensive software.
  • Check whether Hardware Acceleration is enabled on both your browser and computer hardware. If it is, try turning it off and seeing the result. If it is not, try turning it on. On certain devices, this setting can cause issues.